Re-engaging job seekers - Targeted Compliance Framework 001-18030205

Job seeker fails to attend a provider appointment on 4 May 2022. The job seeker's payment:

• suspends TCF 11 May 2022, and
• cancels CDR on 2 June 2022

Job seeker contacts on 9 June 2022 to discuss 'Customer failed to re-engage' (CDR) cancellation. They advise a valid Centrelink medical certificate was uploaded on 4 May 2022 for the period 4 May 2022 - 20 May 2022, because they were sick with coronavirus (COVID-19). The job seeker also states they called the provider on 4 May 2022 to advise they were sick and could not attend the appointment. The provider records an outcome of DNAI for the appointment on 4 May 2022.

Points to consider:

• Medical information on file
• Where an assessment of a valid medical certificate is outstanding complete the assessment:
• In this case, a medical certificate was located on file, which the PST-skilled staff member assessed as 'exempt' for the period 4 May 2022 - 20 May 2022
• Where medical evidence cannot be found on the record, ask the job seeker to provide it as soon as possible
• The Provider Recorded Information and the Online Diary can provide evidence to support the job seeker's contact. Where information cannot be found contact with the provider may be required

Outcome: Restorable:

• The job seeker's medical certificate was assessed, and an exemption granted
• The failure auto revokes due to exemption covering the incident date
• Provider contact was not required as the exemption ends the re-engagement requirement
• As the re-engagement requirement ended on 4 May 2022, the cancellation of payment is incorrect

See the Process page for details on restoration of payment.

Job seeker fails to attend a provider appointment on 4 May 2022. The job seeker's payment:

• suspends TCF 11 May 2022, and
• cancels CDR on 2 June 2022

Job seeker contacts on 13 June 2022 to discuss CDR cancellation. Job seeker advised they were unaware of the appointment on 4 May 2022.

The job seeker explained they have not called provider in the last month because:

• their phone was broken
• they could not access their dashboard, and
• they live at home with their parents and did not realise payment had stopped

The job seeker is requesting a review of the CAN CDR, as they disagree they were advised to attend provider appointment or contact their provider to re-engage.

Points to consider:

• PST-skilled staff can review information within the Online Diary (appointment ID link) or the Provider Recorded Information to confirm how the job seeker was notified about the appointment
• Where information on the job seeker's record is unable to be found or conflicts with the job seeker's statement, contact with the provider should occur:
• In this case; the PST-skilled staff member contacted the provider who confirmed the job seeker was advised of the appointment face to face during an appointment they attended on 27 April 2022
• It is the job seeker's responsibility to monitor their obligations and let their provider know about any changes to their circumstances

Outcome: Not Restorable:

• The job seeker was notified appropriately of the appointment
• As the job seeker has not met their re-engagement requirement the cancellation is correct
• PST-skilled staff who determine payment is not restorable must advise job seekers of their appeal rights and the need to reclaim payment

Job seeker fails to attend a provider appointment on 4 May 2022. The job seeker's payment:

• suspends TCF 11 May 2022, and
• cancels CDR on 2 June 2022

Job seeker contacts on 8 June 2022 to discuss cancellation of payment. Job seeker states they were unwell and could not call the provider, they were admitted to hospital from 10 May 2022 until 6 June 2022. Job seeker uploaded a valid medical certificate for the period 10 May 2022 - 10 August 2022 on 3 June 2022.

Points to consider:

• Medical information on file - where an assessment of a valid medical certificate is outstanding complete the assessment:
• In this case, a medical certificate was located on file, which the PST-skilled staff member assessed as 'exempt' for the period 10 May 2022 - 6 June 2022

Outcome: Restorable:

• Even though the job seeker failed to attend the compulsory appointment on 4 May 2022, the supplied evidence verifies their medical condition confirming the job seeker was unable to re-engage
• As the re-engagement requirement ended on 10 May 2022, the cancellation of payment is incorrect

Job seeker fails to attend a provider appointment on 4 May 2022. Job seeker attends a regular appointment on 15 May 2022. The job seeker's payment:

• suspends TCF 11 May 2022, and
• cancels CDR on 2 June 2022

Job seeker contacts on 3 June 2022 to discuss cancellation. The job seeker advises they attended an appointment with the provider on 15 May 2022 (within 29 days of the missed appointment). When reviewing the job seeker's record, the PST-skilled staff member checks the Online Diary. The Online Diary shows the provider booked a contact appointment on 4 May 2022.

Points to consider:

• Contact with the provider is required to confirm the job seeker has met their re-engagement requirements:
• In this scenario, the employment consultant advises the job seeker has not met their re-engagement requirement for the appointment on 4 May 2022. This is despite the job seeker attending a contact appointment on 15 May 2022
• Where information from the provider confirms re-engagement still outstanding, payment restoration cannot occur

Note: re-engagement requirements are set by the provider for each non-compliance event.

Outcome: Not Restorable:

• The job seeker failed to re-engage for the non-compliance event on 4 May 2022, the cancellation is correct
• PST-skilled staff who determine payment is not restorable must advise job seekers of their appeal rights and the need to reclaim payment

Job seeker fails to attend a provider appointment on 4 May 2022. Job seeker attends a regular appointment on 28 May 2022. The job seeker's payment:

• suspends TCF 11 May 2022, and
• cancels CDR on 2 June 2022

Job seeker contacts on 11 June 2022 to discuss payment cancellation. The job seeker explained they attended an appointment with the provider on 28 May 2022 and thought they had met all of their re-engagement requirements. The job seeker is seeking clarification as to why payment has been cancelled and is asking for a review.

Points to consider:

• Contact with the provider is required to confirm if the job seeker has met their re-engagement requirements:
• In this scenario, the provider confirmed re-engagement has occurred. The employment consultant confirms there was an error when the appointment for the 28 May 2022 was booked, because the appointment type should have been a re-engagement appointment
• Where a provider does not book the correct appointment type to re-engage a job seeker, the re-engagement requirement will remain outstanding resulting in an incorrect cancellation payment

Outcome: Restorable:

Job seeker has met their re-engagement requirements, the cancellation is incorrect.

See the Process page for details on restoration of payment.

Job seeker did not attend their mandatory requirement: Work for the Dole (WFD) on 4 May 2022. The job seeker's payment:

• suspends TCF 11 May 2022, and
• cancels CDR 2 June 2022

Job seeker contacts on 3 June 2022 to discuss cancellation of payment. The job seeker states that they attended an appointment with the provider on 15 May 2022 and believes they have done everything they need to do.

A phone call to the provider confirms that the job seeker has not met their re-engagement requirement for non-attendance at WFD as the job seeker has not recommenced their WFD activity.

Points to consider:

• Where the non-compliance event is for not attending an activity, the re-engagement requirement is usually to recommence the activity
• Contact with provider is required to clarify whether the job seeker has met their re-engagement:
• In this scenario, the provider advises the job seeker has not met the re-engagement requirement for non-attendance at WFD

Note: re-engagement requirements are set by the provider for each non-compliance event.

Outcome: Not Restorable:

• The job seeker failed to re-engage for the non-attendance at WFD on 4 May 2022, the cancellation is correct
• PST-skilled staff who determine payment is not restorable must advise job seekers of their appeal rights and the need to reclaim payment

Job seeker fails to attend an appointment with the Digital Services Contact Centre (DSCC) on 4 May 2022. The job seeker's payment:

• suspends TCF 11 May 2022, and
• cancels CDR on 2 June 2022

Job seeker contacts on 3 June 2022 to discuss cancellation of payment. The job seeker states that they contacted the DSCC on 1 June 2022 and believes they have done everything needed to re-engage.

When reviewing the job seeker's record, the PST-skilled staff member checks the Online Diary. The Online Diary shows the DSCC has booked a re-engagement appointment on 1 June 2022 with a result of 'attended'.

Points to consider:

• The Provider Recorded Information and the Online Diary can provide evidence to support the job seeker's statement. Where information cannot be found, contact with the provider may be required:
• In this scenario, the Online Diary confirms the job seeker attended the re-engagement appointment on 1 June 2022
• Participation Compliance MFUs outstanding on a job seeker's record will indicate restoration triggers have failed:
• In this scenario, an MFU exists and if action was taken to complete the MFU, the job seeker's payment would have restored automatically

Outcome: Restorable:

Customer has met their re-engagement requirements, the cancellation is incorrect.

See the Process page for details on restoration of payment.